Pinnacle Group are seeking an exceptional Head of National Service Centre (NSC) based in Speke, Liverpool to lead our Customer Services and Home Services teams in all aspects of exceptional customer service to 49,000 Service Families living throughout the United Kingdom in our Pinnacle Service Families (PSF) division.
Key Responsibilities:
Develop, coach, mentor and motivate the teams to collaborate as a highly effective and cohesive group of multiskilled operators capable of dealing with any customer enquiry. Responsible for developing, maintaining and monitoring complex short and long-term strategies to meet client requirements. Drive performance improvements, manage capability, recognise and celebrate good performance. Exceed KPIs as standard. Responsible for influencing, informing and engaging multiple stakeholders; managing challenging conversations and resolving issues effectively. Identify, analyse and effectively act on performance trends, and implement improvements, always striving for enhancements to current service levels. Design and implement processes that champion the needs of the customer, always aiming to exceed expectation. In the event of a major incident, co-ordinate the team to respond in a safe, timely and effective manner. The successful candidate will need a blend of operational expertise, leadership skills, and a genuine passion for customer service to transform the NSC into a high-performing, customer-centric team. The successful candidate will need to demonstrate significant leadership and experience working within a customer service environment. The role will be subject to security vetting. Minimum Requirements:
Outstanding leadership and business acumen gained within a customer service environment. Significant experience working at a senior level, managing and motivating teams. Experienced in managing a multi-disciplinary team in a customer-facing environment. Gravitas and ability to form and maintain highly effective client and stakeholder relationships. Strong problem-solving and decision-making skills. Experience of management of time-critical projects with multiple dependencies. Knowledge and understanding of the Armed Forces Community and/or empathy with the associated values and standards. PSF is one of three contractors appointed by the Defence Infrastructure Organisation (DIO) to run the prestigious Future Defence Infrastructure Services (FDIS) contract. PSF are the National Accommodation Management Services (NAMS) contractor and as such we oversee all aspects of property allocation, move in, and move out and manage all in-residence maintenance enquiries. Pinnacle Group is a leading UK private sector provider of housing and neighbourhood services, managing and maintaining communities where people live, learn, work and play. We're a people-first organisation with a values-driven culture that has remained consistent for thirty years; living through how we treat our employees and our customers. As a colleague, you will become part of an inclusive culture, where you will have the opportunity to achieve your full potential and enhance your career through learning and development. We offer a wide range of benefits at Pinnacle Group, dependent on your role or business area, these range from additional leave packages to pension plans and discounts at your favourite retailers: Maternity/paternity packages Flexible Working Arrangements Life Assurance Enhanced Pension Scheme Additional Annual Leave Private Medical Insurance Cycle to Work Scheme Employee Assistance Programme Retail Discounts Childcare Assistance Season Ticket Loans Sick Pay Schemes Personal Development Plans Company Car/Car Allowance Electric Vehicle Scheme
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Develop, coach, mentor and motivate the teams to collaborate as a highly effective and cohesive group of multiskilled operators capable of dealing with any customer enquiry. Responsible for developing, maintaining and monitoring complex short and long-term strategies to meet client requirements. Drive performance improvements, manage capability, recognise and celebrate good performance. Exceed KPIs as standard. Responsible for influencing, informing and engaging multiple stakeholders; managing challenging conversations and resolving issues effectively. Identify, analyse and effectively act on performance trends, and implement improvements, always striving for enhancements to current service levels. Design and implement processes that champion the needs of the customer, always aiming to exceed expectation. In the event of a major incident, co-ordinate the team to respond in a safe, timely and effective manner. The successful candidate will need a blend of operational expertise, leadership skills, and a genuine passion for customer service to transform the NSC into a high-performing, customer-centric team. The successful candidate will need to demonstrate significant leadership and experience working within a customer service environment. The role will be subject to security vetting. Minimum Requirements:
Outstanding leadership and business acumen gained within a customer service environment. Significant experience working at a senior level, managing and motivating teams. Experienced in managing a multi-disciplinary team in a customer-facing environment. Gravitas and ability to form and maintain highly effective client and stakeholder relationships. Strong problem-solving and decision-making skills. Experience of management of time-critical projects with multiple dependencies. Knowledge and understanding of the Armed Forces Community and/or empathy with the associated values and standards. PSF is one of three contractors appointed by the Defence Infrastructure Organisation (DIO) to run the prestigious Future Defence Infrastructure Services (FDIS) contract. PSF are the National Accommodation Management Services (NAMS) contractor and as such we oversee all aspects of property allocation, move in, and move out and manage all in-residence maintenance enquiries. Pinnacle Group is a leading UK private sector provider of housing and neighbourhood services, managing and maintaining communities where people live, learn, work and play. We're a people-first organisation with a values-driven culture that has remained consistent for thirty years; living through how we treat our employees and our customers. As a colleague, you will become part of an inclusive culture, where you will have the opportunity to achieve your full potential and enhance your career through learning and development. We offer a wide range of benefits at Pinnacle Group, dependent on your role or business area, these range from additional leave packages to pension plans and discounts at your favourite retailers: Maternity/paternity packages Flexible Working Arrangements Life Assurance Enhanced Pension Scheme Additional Annual Leave Private Medical Insurance Cycle to Work Scheme Employee Assistance Programme Retail Discounts Childcare Assistance Season Ticket Loans Sick Pay Schemes Personal Development Plans Company Car/Car Allowance Electric Vehicle Scheme
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